The Team Leader is responsible for the day-to-day supervision of a group of call center associates. This position ensures performance metrics are achieved by providing adequate coaching, motivation and accountability.Your responsibilities: The day-to-day supervision of a group of German-speaking call center associates including work and attendance monitoring in accordance with organization policy and applicable legal requirements. Effectively coach direct reports on their performance on a regular basis to ensure performance metrics are achieved at a minimum weekly. Identify performance related issues, develop an action plan for improvement, implement corrective action, up to and including termination of employment. Ensure service delivered to our customers meets contractual Key Performance Indicator (‘KPIs’) and financial expectations. Communicate expectations to employees and provide timely updates. Provide subject matter expertise in handling escalated customer calls as needed. Schedule and conduct Team Meetings to ensure expedient communication of relevant information and as an open forum for input. Stay current on internal work processes, policies and procedures. Attend required manager development training. Our requirements: Associate's degree in related field with at least 6 months of experience in a similar position. Knowledge of German (level C1) and English (level B2) is essential. Willingness to work from our office in Katowice according to the German calendar. Highly motivated individual with skills to develop and coach team members to achieve performance expectations and meeting timelines on deliverable. Work well under pressure and follow through on items to completion. Strong communication skills, both written and verbal. Ability to mentor, coach and provide direction to a team of employees. Technical knowledge will be an advantage. Our benefits: Comprehensive benefits package, including access to MyBenefit system, private healthcare (Luxmed), and life insurance. Access to e-learning platforms. Employee Assistance Program (psychological, managerial, legal, and financial counselling). Free language classes. Interesting events, contests, lotteries, and much more. Stable full-time employment based on an employment contract. Work in a modern office at Global Office Park, right in the heart of Katowice.